SAFO PROJECT

Gruppo CAP is an Italian public utility company that manages the integrated Water services, operating in the Milan,  Monza & Brianza, Pavia, Varese and Como

SERVICE ASSURANCE & FRONT OFFICE PROJECT

An Omni-Channel Front-office powered by Salesforce

BUSINESS OBJECTIVES

*may vary depending on the process complexity

Average Training Time (per User): 1-2

Days*

120 User Trained

Clear View of Performance

Across Contact Channels

Customer Satisfaction Rate: 9,8-10

Contact Backlog

Reduced By 80%

PROJECT OUTCOMES

Active Customers

500K 120 530+Front-Office

UsersContact Channel

PHONEWEBHELP DESKFAXEMAIL

Customer Facing

Processes

SUCCESS FACTORS

Develop a Customer Centric Vision

Optimize Processes

Enabling Omni-Channel Customer Service

Improving Customer Satisfaction

Align Regulation Compliancy

SCOPE & APPROACH

* Gartner Magic Quadrant for Sales Force Automation, Worldwide 2016 **Gartner Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide 2016

***Planned for 2017

SAFO CRM has been built over Salesforce  's Service Cloud capabilities leveraging an hybrid agile approach

The world’s #1 CRM Solution *  + The world's #1 CRM and Customer Experience Implementation Services **

*** ***

Deep Knowledge of Salesforce

Solution

Business Driven

Approach

Stakeholders & Executive  Involvement 

Focus on Change

ManagementAgile Methodologies

Expertise

©2017 Salesforce.com in. Used with permission

®

®